SlotsPalace Casino - El jugador solicita un reembolso después de que su cuenta fuera reactivada sin su consentimiento.

Request for self-exclusion due to gambling problems in 2025. June 2026 I receive an email with a promotion that lures me into their trap and I fall for it again.

I'm requesting a refund of my last deposits because my account was reopened without my consent.

Richiesta di auto esclusione per problemi di gioco d’azzardo nel 2025. Giugno 2026 arriva mail con promozione che mi attira nella loro trappola e ci ricasco.

Chiedo rimborso ultimi depositi perché account riaperto senza mio consenso.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with SlotsPalace Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you currently still have access to your account? When was the last time you made a deposit in this casino?
• Have you regained access to your original account or opened a new one?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

HI,

Thank you for taking care of my complaint.

-I no longer have access now because I requested closure again, I made deposits on 06/13/2026

-I regained access to the account I had asked to close due to gaming issues.

Ciao,

grazie di occuparti del mio reclamo.

-Non ho più accesso ora perché ho chiesto nuovamente la chiusura,ho fatto depositi nella giornata del 13/06/2026

-Ho riavuto l’accesso all’account che avevo chiesto di chiudere per problemi di gioco

Thank you for your response. Could you please provide proof of the deposits made following the reopening of your account?

Thank you in advance for your reply.

They offered me €697 refund and I accepted.

Mi hanno offerto 697€ di refound ed ho accettato

The refund hasn't arrived yet

Ancora non è arrivato il refound

I've been waiting for a refund for 4 days, I'm tired. Can you do something?

È 4 giorni aspetto il refound,mi sono stancato. Potete fare qualcosa?

@attila I need your help, the refund hasn't arrived yet. I've sent a lot of emails but haven't received satisfactory responses.

@attila ho bisogno del tuo aiuto,il refound non è ancora arrivato. Ho mandate un sacco di mail ma non ricevo risposte soddisfacenti

Dear @Casino Guru

Could you kindly invite someone from SlotPalace to participate in this competition? The refund was promised on June 17, and it's been a week. Can you please help?

Gentile @Casino Guru

puoi gentilmente invitare qualcuno di slotpalace a partecipare a questa comvrrsazione? Il rimborso è stato promesso il 17/06 ed è passata una settimana. Mi potete aiutare per favore?

They asked me again for my bank details and to accept the offer of €696 that I had already sent on 17/06.

Can you help me?

Mi hanno richiesto nuovamente i dati bancari e l’accettazione dell’offerta di 696€ che avevo già mandato in data 17/06.

Potete aiutarmi?

Guys please HELP ME

Ragazzi vi prego AIUTATEMI

Casino guru please help me get this money back.

Casinò guru per favore,aiutami a recuperare questi soldi.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Tommi272727,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would like to invite the SlotsPalace Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and give us an update on the refund? Thank you in advance for providing us with your view of the issue.

They asked me for my bank details for the third time, it's been more than a week since they sent me the email confirming the refund was accepted

Mi hanno chiesto per la 3 volta i dati bancari,è passata più di una settimana da quando mi hanno mandato la mail del rimborso accettato

Dear Tommi272727,

thank you for letting me know. In the meantime, please comply with the casino's request.

Hi Martin,

Same thing today too, they're asking for my bank details that I've already sent three times. I sent them back for the fourth time.

Can you write privately to someone at the casino?

they're making fun of me

Ciao Martin,

anche oggi la stessa cosa,mi richiedono i dati bancari che ho già mandato 3 volte. L’ho rimandati per la 4 volta.

puoi scrivere privatamente a qualcuno del casinò?

mi stanno prendendo in giro

and today they still ask me for my bank details, what should I do?????

ed oggi mi chiedono ancora i dati bancari,cosa devo fare?????

Dear Tommi272727,

We appreciate your feedback and understand your concerns regarding your recent experience with our platform. 

As a gesture of goodwill, we are happy to return your deposited amount of 696 EUR.

Please, kindly reply to our e-mail with your bank details in order to proceed with the refund.

Thank you for your cooperation.

Best regards,

SlotsPalace Team

This would be the fifth time I've left you my bank details.

I ask that it be done today.

I will now leave my details for the fifth time

Sarebbe la quinta volta che vi lascio i miei dati bancari.

Chiedo che sia fatto entro oggi.

Provvedero ora a lasciare i miei dati per la quinta volta

Dear Tommi272727,

thank you for your continued cooperation. Have you received the refund or a confirmation that your bank details have been processed? Please keep us updated.

Dear casino representative,

thank you for your involvement in the mediation process. Please let us know once the refund is initiated.

I have not received a refund or confirmation of receipt of my bank details even though I sent them 5 times.

I feel cheated by @slotpalace. They haven't responded to any of my emails since they confirmed their mistake on June 17th and gave me the option to refund.

Non ho ricevuto né il rimborso né la conferma della ricezione dei miei dati bancari anche se l’ho mandati 5 volte.

Mi sento preso in giro da @slotpalace. Non hanno risposto a nessuna delle mie mail dopo che il 17/06 mi hanno confermato il loro errore dandomi la possibilità del refound

Dear Tommi272727,

thank you for your confirmation, we will now wait for more clarifications from the casino representative. I fully understand the issue is frustrating for you, but I believe we will eventually reach a successful outcome.

Thanks Martin, you're super kind.

Grazie Martin sei super gentile

STILL NO REFUND ARRIVED

ANCORA NESSUN RIMBORSO ARRIVATO

I REQUEST THAT THE REFUND BE MADE TODAY SINCE IT WAS PROMISED TO ME SINCE 17/06.

please @casino guru can you speed up the process?

CHIEDO CHE IL RIMBORSO VENGA FATTO OGGI VISTO CHE E DAL 17/06 CHE MI E STATO PROMESSO.

per favore @casino guru puoi far accelerare il processo?

Dear Tommi272727,

I understand your frustration. At this point, I do not believe there is an option to speed things up from our side, as we need to wait for a response from the casino.

It doesn't seem normal to me that the refund was PROMISED on 06/17 and that it still hasn't arrived.

Non mi sembra normale che il refound sia stato PROMESSO il 17/06 e che ancora non sia arrivato.

Dear Tommi272727,

We kindly inform you that we have received your bank details and please rest assured that you will receive your funds as soon as possible.

Thank you for your cooperation and understanding.

Best regards,

SlotsPalace Team

Dear casino representative,

thank you for your message, please let us know when the refund is processed on your side.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tommi272727,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin